Stolen phone and conflicting service

An iPhone 17 pro was supposed to be delivered to my house. I received a box with a pack of 4C batteries in it. No phone. I immediately contacted Xfinity.  I was told to take pictures of the box and its contents and file a police report. The state police came to my house. She documented what happened but did not give me a report. She said they don’t do that. She gave me her card and incident #. She said Xfinity could contact the state police if they needed a report. I tried numerous times to email the pictures and the police card to Xfinity. I was unable to send it from my iPhone 16. I spent numerous hours on the phone trying to fix my email. I was told to use the Xfinity website when doing emails. Well that didn’t work. I was told to delete email accounts and start over. I lost important emails even I thought I was assured that wouldn’t happen. I tried sending the stolen phone info while in the phone with an associate and he told me the email was received. The next day I found out it wasn’t received. I was told to go to an Xfinity store because they couldn’t help me in the phone.  So I did. The managers at the Xfinity store sent the stolen phone email for me from their computer. Yesterday I was told I wouldn’t be charged for the 17 pro. Today I find out I AM being charged for it because I didn’t submit the correct information. 
I’ve been a customer since 1990 and I am so frustrated with Xfinity right now. 
Can you please help me resolve this issue.